For one of our clients, we are looking for an L1 Desktop Support Engineer to provide first-level technical support to end users across hardware, software, and basic infrastructure-related issues. Key Responsibilities * Provide first-line support for desktops, laptops, printers, and peripheral devices. * Troubleshoot basic hardware, software, operating system, network, Wi-Fi, VPN, and printer issues. * Support Microsoft 365 applications, including Outlook, Teams, OneDrive, and SharePoint. * Assist with password resets, account unlocks, and user access-related issues. * Provide remote support using approved remote assistance tools. * Log, track, update, and resolve incidents and service requests through the ITSM tool. * Monitor ticket queues and ensure compliance with SLA targets. * Escalate complex or unresolved issues to L2/L3 support teams. * Assist with laptop and desktop setup, deployment, refresh, and replacement activities. * Maintain accurate asset inventory and device records. * Support user onboarding and offboarding activities, including account setup, access provisioning, asset collection, and access removal. * Perform basic Active Directory activities and coordinate with network, server, and application teams. * Maintain clear documentation of troubleshooting activities and resolutions. * Follow ITIL-based Incident, Request, and Change Management processes. * Adhere to organizational security, compliance, and IT policies. Requirements * 2–5 years of experience in desktop support, service desk, or IT support. * Bachelor’s degree or diploma in Computer Science, Information Technology, or a related discipline. * Strong knowledge of Windows 10 and Windows 11. * Hands-on experience with Microsoft 365, Outlook, Teams, OneDrive, and basic SharePoint support. * Basic knowledge of Active Directory, DNS, DHCP, TCP/IP, networking, VPN, and printer troubleshooting. * Experience using ITSM tools; knowledge of BMC Helix is preferred. * Basic knowledge of macOS is an advantage. * Strong troubleshooting and problem-solving skills. * Excellent communication and customer service abilities. * Ability to work collaboratively and support a global user base. * Willingness to work in shifts and follow shift schedules. * Relevant technical certifications are an advantage. Preferred Certifications * ITIL Foundation * Microsoft Fundamentals: MS-900 or AZ-900 * CompTIA A+